Tivo, I AM TICKED!!

Discussion in 'TiVo Coffee House - TiVo Discussion' started by jeremy3721, Jan 18, 2006.

  1. ChuckyBox

    ChuckyBox New Member

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    I'm in L.A. People laugh at me when I tell them what a million bucks buys here. I watch shows like "Sell This House!" or "Flip This House!"*, and I see what $250K to $500K buys in other parts of the country, and it makes me cry.

    *I highly recommend this show, it is funny as hell.
     
  2. ZeoTiVo

    ZeoTiVo I can't explain

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    so what was dishonest about
    Why did you feel a need to come down on me for that post ?
     
  3. samo

    samo New Member

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    Nothing dishonest. You and other TiVo boosters HONESTLY believe that having to call TiVo several times, writing email to TiVo rep on this forum or getting contacts for "executive customer service" makes things RIGHT. It doesn't and that is why I "came down" on you. My apology if I sounded too rude, but people should not put up with this kind of CS - from TiVo or anybody else. If FedEx didn't deliver your package overnight, you'd be on a phone to demand your money back. But with TiVo it just "sucks" and you need to contact "insider" to put you in touch with "executive CS" instead of regular CS so things can be made "right".
    Sorry, I don't buy that - and I guess this is my "agenda" - I don't believe in preferential treatment of TiVo regardless of the fact that 2 TiVo dolls are sitting on top of my TV.
     
  4. ZeoTiVo

    ZeoTiVo I can't explain

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    well apology accepted, I did think it rude that you came down on me for this post.

    My concise "that sucks" can be extended to the fact that TiVo needs to plan better for seasonal waves of higher volume and of course I do not think it acceptable to have non delivery. But I was simply interested in letting jeremy know he could contact a TiVo employee on this board and make that TiVo employee aware of what was going on. I think you missed that implication in why I tell people to contact "the executive CS" (TiVoJerry must get a laugh at that after he shared pictures of his "executive suite" in another thread).

    the more we get people on this board to do more than just vent and instead make sure that TiVo is made aware of the problems, the more effective this board becomes. So call me an evangilist or fanboy or rube or whatever adjective but I am comfortable in the fact that I am helping out. How do you feel about your posts ?
     
  5. dgh

    dgh New Member

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    "Right" is a difficult to precisely define.

    Is TiVO perfect? No. Are they just another human-run company that sometimes makes and sometimes even compounds mistakes? Yes. You're sometimes accused of being a Dishvangelist or employee as you noted above. Well I've had TiVo and Dish for about 5 and half years and in that time I've had to call TiVo twice and each problem was resolved on that call. As for Dish, well it's hard to keep track and calls are starting to blend together in my mind. It's somewhere between 9 and 12 at this point over the same period of time. And things frequently aren't fixed after the first call. So, I'd say Dish is certainly not "Right" either and, in my experience, quite a bit further from perfect than TiVo. But at this point, I'm still keeping them around. (I don't even hold it against them when they call me to try to sell me some new service. A small annoyance which TiVo hasn't tried.)

    I'll probably revisit Dish vs DirecTV vs Cable when the S3 becomes more corporeal. TiVo isn't perfect, but I wish I had a content provider choice that measured up to them. Having content providers and PVR providers that never ever made mistakes would be lovely too, but I don't see any realistic options yet. All based on my personal experience of course - your mileage may vary.
     
  6. samo

    samo New Member

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    Pretty good.:) I always believed that consumer should not put up with bad CS. I stand by my original recommendation - cancel the order and never buy anything from TiVo again. Note, I did not suggest to drop TiVo subscription - there is no need to punish yourself to prove the point. And I practice what I preach - just a few months ago I dropped Dish (except for couple international channels) and switched to Direct because of bad CS (they dropped the channel I was subscribing to without any notice and lied to me on a phone). I did not cancel Dish altogether (I want to receive some of the Dish programming), but I substantially reduced what I pay them.
    Agree, especially after they moved call centers to India.
     
  7. ChuckyBox

    ChuckyBox New Member

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    It is certainly your right to advocate that position, and it may be what Jeremy decides to do, but I'm sure you realize that not everyone would want to take such a strong position. Nor can we even be sure that we know enough of the facts of the case to make such an extreme recommendation without qualification.

    I don't think anyone here thinks the past can be undone or that this situation can be made "RIGHT" (as if the problem had never happened). But given that none of us had any control over the initial conditions of this situation, it seems to me that a reasonable response is to try to help Jeremy get the parts he ordered (if he still wants them) and to make TiVo aware of the problem so that it is minimized in the future. As far as I can tell, that is what has happened here. And I don't see anyone making excuses for TiVo.

    Do you think we should organize a mass boycott because they've had some CS screw-ups?
     
  8. Crrink

    Crrink Active Member

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    Eh, after being around here for as long as I have, and reading as many posts like the OP's as I have, TiVo is a retailer of last resort for me. I only buy from them if they offer a deal I can't match at a real store - even Best Buy is easier to deal with than TiVo's sales department, and that's saying something!

    That's not a boycott, that's just good sense :)

    I think a lot of the TiVo defenders fail to realize what a pain in the rear TiVo would be if we didn't have our good, kind TiVo employees around here to help us with issues like these.
    (And again, I thank all the TiVo folks very, very much :up: )

    Without TiVoJerry's intervention how many calls and how many "supervisor's" do you think it might have taken to get the OP's issue resolved? Who knows? It's already taken two more calls than it should have.
     
  9. ZeoTiVo

    ZeoTiVo I can't explain

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    the OP wanted to get the TiVo wireless adapter which from initial reports works much better than the stock USB wireless adapters that are really designed to work on PCs with more powerful CPUs. have not heard of any available in a store.
    I have two TiVos from Brick and mortar and two shipped from TiVo due to very good deals. I know of 4 others shipped from TiVo to others during the free 140 hour deal. All of those are working great. So I have not had to vault the CSR experience yet admittedly. But given the same price I would say go with brick and mortar but that is mainly to avoid the hassle of shipping back defective units.
    Now tell me how many companies have a board like this that the savvy consumer can find and use ??
    again even with TiVoJerry's intervention and hopeful resolution for the OP, the experience he (and others it seems) had on getting the adapter sucked That most likely is not the rating any company is going for and it seems to me to not be a defense of TiVo at all
     
  10. Crrink

    Crrink Active Member

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    Well, I wasn't responding to anything you said in this thread, but your defense of TiVo is contained in the paragraphs about your personal good experiences with them.
    I too have had good experiences - I've ordered I think 4 TiVo's directly from TiVo and had a minor problem with only one.
    I've never had a problem with TiVo CS, but I've only called them once - I know to come here with any and all problems first.

    I think you and I would both agree that the people staffing and managing TiVo's call centers - from sales, to technical help, to rebates, drop the ball far too often.

    TiVo is certainly not alone in this failing, but there are companies out there that do much, much better. If TiVo can't afford to do better, or doesn't want to do better, or whatever, that's fine, but I'll call a pig a pig, even if I love the product that pig produces a whole bunch (wow, talk about taking a euphemism a step too far :))

    TiVo OUGHT to be ashamed of the level of support offered by its call centers. TiVo OUGHT to improve the quality of its call centers. Until TiVo does, I'll keep thanking Goodness, the TiVo employees who help out here, and the community at large for giving all of us an excellent place to come to when we need help.
     
  11. ChuckyBox

    ChuckyBox New Member

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    I'm not sure why you are separating the actions of TiVo employees from TiVo the company. Certainly part of Stephen's job as Ops Manager is to improve the quality of CS. One way to do that is to listen for the squeaky wheels in his operation and make sure they get greased and/or repaired. TiVo has their own online help forum, and they advertise this one on their web site. Employee participation here is clearly a matter of TiVo policy, even if it is Stephen's policy.

    Would TiVo be a less appealing company without their participation here? Probably. But maybe that's why they're here.
     
  12. davezatz

    davezatz Funkadelic

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    I definitely think it is company policy. TiVoBill was fairly active on the forums before he left, and TiVoJerry seems to have been specifically recruited to help fill that void. Also it's very clear only select TiVo employees post here under the TiVo banner. As a regular TCF reader, "support" includes both phone and Internet - so I'd have to say it's been pretty good for me. I definitely appreciate having a direct line to higher level support, should I need it, and I appreciate the tidbits and head's ups that TiVoPony provides. I think I also got in on the $99 refurb Humax burner via a TiVo employee posting. TiVoShanan has always been gracious and nice to me even when I haven't deserved it. It's generally positive, though sometimes strange, interacting directly with company employees here.

    As far as the best customer service, Vanguard is number one in my book. GEICO was a close #2 until they pissed me off last spring. They're still #2 but it's not so close anymore. Worst customer service... Do I even need to mention Comcast by name? Sprint used to be tied for worst (phone rep called me a liar about 5 years ago, of course I cancelled immediately) but they've significantly improved lately.
     
  13. jeremy3721

    jeremy3721 MrTivo

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    Feb 16, 2002
    East Tennessee
    Well good news. My adapters arrived yesterday (overnight shipping on Jupiter maybe). But anyway I am very happy with them. I am getting substantially faster transfers than with my original USB adapters.

    Thanks for the help!
     
  14. Crrink

    Crrink Active Member

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    All of the TiVo employees have commented that they post here on their own time. TiVo does allow them to post, but nobody gets paid to do it, and nobody gets to take time away from their normal duties to do it - that's a big part of why I'm thankful they do choose to participate.

    Their help here should not be construed as a normal feature of TiVo's customer service the way their 800 number is, IMO.

    That's why I separate the company from the fine TiVo employees who are kind enough to help us out here.

    The link I found on the official TiVo site refers to this place as a non-support site, which I think is a good idea. There are quite a few people here who are not very forgiving of newbies who don't understand forum etiquette and/or post in anger. If I were TiVo I wouldn't direct anybody here specifically because of that, but it's not my call.
     
  15. ZeoTiVo

    ZeoTiVo I can't explain

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    Jan 2, 2004
    to clarify - yes I did not think you were responding to anything specific i said in the thread and found your posts to all be reasonable.

    and if you want to call my perspective of not having problems with the products a defense of TiVo well that is your perspective, just like my perspective is one of having no problems with the company.


    certainly that is a better defense than agreeing that having to place 3 or 4 calls with long hold times and then finding an online forum to use to contact other employees for help on a simple place the order and ship it problem, sucks ;)
     
  16. emeril2k1

    emeril2k1 New Member

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    Sep 9, 2004
    San Antonio, TX
    hahaha ROFL. Let me know how their Customer Service calls go. Oh, wait that would be the calls to YOU bitching about blue screens of death and missed recordings. lol
     
  17. dgh

    dgh New Member

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    Basically I agree with what you said except I would replace "forum etiquette" with just "etiquette" - normal everyday etiquette as opposed to what you can get away with with a CSR who's being paid to put up with you.

    Our (not TiVo) phone service center employs people who are carefully screened and fairly well paid to suffer fools gladly. We also put windows in their offices so they can make faces at each other and have games running while they're on the phone and on (frequent) breaks to keep the stress levels as low as possible. It's a job that burns a lot of people out very quickly. At a forum like this, no one is screened, or paid, and some of them are browsing the web to escape stress at work - they don't come here looking for it. However, we do often serve up quality info, quickly, and at a very low price ;)
     
  18. Crrink

    Crrink Active Member

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    You know, I hear what you're saying, and I'd agree with you if the type of posts we're talking about were along the lines of, "Hey, calm down a bad attitude isn't going to help...If you don't relax nobody will want to help you" etc. But they're always full of people suggesting the poster is a troll (a term a newbie won't understand, but he will understand he's being made fun of), suggesting the poster is an idiot because he didn't spend the inordinate amount of time doing research that the average member here does (myself included), or rudely dismissing his complaint as being stupid (1/3 of the posts in any FSI thread! :))

    You can take exception to someone's bad manners without implying that person is an idiot, but that seems to rarely happen around here.

    Eh, I don't know, it doesn't sound like that big a difference when I read what I just typed, but basically, responding to an irate poster with sarcasm and personal attacks pretty much never improves the situation. If it's someone who ought to know better, then fine by me, I'll have fun watching the fireworks, but when it's someone who probably just spent two hours trying to solve a TiVo problem, I wish people would try to cut them a bit of slack.

    'Course, as you point out, TCF's low, low rates coupled with its lightning fast response time makes a little verbal abuse seem like a small price to pay :)
     
  19. dgh

    dgh New Member

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    I guess I don't think we get as many newbies to the Internet here as you do. Newbies to the TCF, sure, but troll is a common and old term on the Internet. So common that it gets thrown around a little too much - like "awesome!" doesn't really mean much anymore.

    You say "inordinate", I say "any"! :D (For a great many threads - not this one, of course.) But if you bought the wrong widget, consider it a learning experience, and maybe take advantage of your retailer's return privileges?

    I didn't see that in the one's I've read. What I usually saw was people showing how it was possible to use the existing features and get along fine without one, and FSI fans not really appreciating that answer and then both sides spiraling a little out of control.

    Usually there's quite a bit of slack in the help forum. But this aint the help forum. FSI threads usually even go better there. ;) I suspect that many of the people who come to the Coffee house to rant have already checked the help forum and found it lacking in the emotional impact that they're looking for.
     
  20. Rocky01

    Rocky01 New Member

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    Jan 30, 2006
    I'm happy to read that Jeremy finally got his Wireless Adapter.
    A Week ago Sunday I placed an order on the internet for the same item. Confirmation indicated that the order will take 4-5 Business Days. West Coast to East Coast Destination.
    This Morning I recieve a 'Delivery notice' that the Wireless adapter order was received on 01/22/06 and will be shipped in about two days. I'm glad I didn't go and pay the express shipping charges that Jeremey did. But, I thought the internet was supposed to 'expedite' the order process by eliminating human beings from taking the order. I could have sent them a check via USPS and placed the order.

    I'm in no rush now anyway.... Tivo doesn't work with my Jerrold Analog Cable Converter (See post elsewhere in this forum).

    Rocky
     

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